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Personal Banking > Travel HealthProtector Insurance > Claims & Customer Service

Claims & Customer Service

Need Assistance? We’re here to help.

Whether you need 24/7 emergency medical assistance or have a question about your claim, our goal is to provide the professional, caring support you deserve.

You are on: Important Phone Numbers

Emergency Medical Assistance

To request medical assistance and consultation, payment assistance or to contact our Emergency Message Centre at any time, please call:

  • Toll-free from U.S. or Canada
    1-800-222-9978
  • Toll-free from Mexico
    001-800-514-1889
  • Collect from Anywhere
    905-816-2562
  • Toll-free Fax from U.S. or Canada
    1-888-298-6340
  • By Fax
    905-813-4719

For all other claims after you have returned home or to request a claim enquiry, please call:

  • Toll-free from U.S. or Canada
    1-800-464-3211
  • Collect from Anywhere
    905-816-2573

Enrolment Centre

Please use the following numbers to apply for Travel HealthProtector insurance, request an extension of coverage, top-up your RBC Royal Bank credit card coverage (if applicable) or request a premium refund, from 6:00 a.m. to midnight Eastern Standard Time (EST), 7 days a week:

  • Toll-free from U.S. or Canada
    1-800-565-3129
  • Collect from Anywhere
    905-816-2577

You are on: Emergency Medical Insurance Claim

If you have returned home from your trip as a result of an emergency medical condition, you will need to submit an Emergency Medical Insurance claim.

Select your province of residence from the list below for instructions on how to submit your claim:

Expand Residents of Alberta, Manitoba, New Brunswick, Northwest Territories, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Saskatchewan, or the Yukon

Expand Residents of British Columbia

Expand Residents of Newfoundland and Labrador

Expand Residents of Quebec

 

You are on: Trip Cancellation Insurance Claim

Making a Trip Cancellation Insurance Claim (applicable to Non-Medical Package)

If you need to cancel your trip, you must take these steps to make an insurance claim:

  1. Call your travel agent or carrier immediately to cancel your trip no later than one business day after the cause of cancellation.

  2. Notify us by calling one of the numbers below:

    • From Québec
      514-748-2244 or 1-800-263-8944
    • From Everywhere Else in Canada
      905-816-2572 or 1-800-263-8944
  3. Complete and sign the Claim and Authorization Form pdf.

    Mail the form, along with all applicable documents outlined below, to the appropriate claims office:

    Residents of Alberta, British Columbia, Manitoba, Northwest Territories, Nunavut, Saskatchewan, or the Yukon:

    RBC Insurance Company of Canada
    P.O. Box 5550, Station A
    Calgary, Alberta T2H 1X9

    Residents of New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Québec or Prince Edward Island:

    RBC Insurance Company of Canada
    P.O. Box 97, Station A
    Mississauga, Ontario L5A 2Y9

  4. If the cancellation is due to an injury or sickness of yourself, an immediate family member or your travelling companion, you must have a Medical Certificate (opens new window) fully completed by the treating physician. The physician who fills out the certificate must be the same one who treated the sick or injured person on the date of the cause of cancellation.

  5. If the medical condition is for yourself or your spouse, you will also need to provide your family physician's clinical notes from the 90 days prior to your insurance application date up to the present date.

  6. Submit an itemized copy of your invoice, providing a breakdown of the cost of your trip including airfare, hotel, taxes, service fees, and anything else. You'll need to provide proof of payment (opens new window) for each item.

  7. Attach original unused airline ticket(s) and any other original travel documents. If you received a refund from your travel agent or travel supplier, you'll need to provide a copy of the statement or refund.

  8. If cancelling for non-medical reasons, you'll need to provide substantiated evidence. This could be a copy of subpoena for court/jury duty, a letter from your employer, a report from your airline/cruise, or a death certificate.

You are on: Trip Interruption Insurance Claim

Making a Trip Interruption Insurance Claim

If you had to return home early from your trip due to a sickness, injury or another unexpected covered situation that occurred during your trip, follow these steps to submit a Trip Interruption Insurance claim:

  1. Complete and sign the Claim and Authorization Form pdf.

    Mail the form, along with all applicable documents outlined below, to the appropriate claims office:

    Residents of Alberta, British Columbia, Manitoba, Northwest Territories, Nunavut, Saskatchewan, or the Yukon:

    RBC Insurance Company of Canada
    P.O. Box 5550, Station A
    Calgary, Alberta T2H 1X9

    Residents of New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Québec or Prince Edward Island:

    RBC Insurance Company of Canada
    P.O. Box 97, Station A
    Mississauga, Ontario L5A 2Y9

  2. If the interruption is due to an injury or sickness of yourself, an immediate family member or your travelling companion, you must have a Medical Certificate (opens new window) fully completed by the treating physician at your travel destination. The physician who fills out the form must be the same one who treated the sick or injured person at your travel destination.

  3. Submit an itemized copy of your invoice, providing a breakdown of the cost of your trip including airfare, hotel, taxes, service fees, and anything else. You'll need to provide proof of payment (opens new window) for each item.

  4. Attach original unused airline ticket(s) along with the new return tickets you purchased. If you paid a change fee, you'll need to include the original receipts for this cost.

  5. If the interruption is due to non-medical reasons, you'll need to provide substantiated evidence. This could be a copy of subpoena for court/jury duty, a letter from your employer, a report from your airline/cruise, or a death certificate.

  6. If you incurred additional expenses as a result of one of the insured risks, you'll need to submit original receipts for all additional costs such as hotel accommodations, meals, essential telephone calls, or taxi fares.

 

The Quickest Way to Buy?

The quickest way to buy travel insurance is through RBC Online Banking, using your RBC Royal Bank account.

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